Global
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.
This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 9: Sales by Phone
Session 10: Taking Messages
Session 11: Closing Down the Voice
Session 12: Cold and Warm Calls
Session 13: Developing a Script
Session 14: Perfecting the Script
Session 15: Going Above and Beyond
Session 16: Handling Objections
Session 17: Closing the Sale
Session 18: Feelings
Session 19: Changes in the Customer
Session 20: Negotiation Techniques
Session 21: It’s More Than Just a Phase
Session 22: High Impact Moments
Session 23: Tips for Challenging Callers
Session 24: Dealing with Difficult Customers
Session 25: Phone Tag and Getting the Call Back
Session 26: This is My Mentor
Session 27: Stress Busting
Session 28: News from Within
Session 29: Wrapping Up
Session 30: Close with Vocals
Session 31: A Personal Action Plan
The LearnSmart Advantage
Flexible, Participant-Paced Learning
All LearnSmart courses are delivered online through our interactive learning platform, allowing participants to learn wherever and whenever it is convenient.
Using the unique login details we provide, participants simply access the course through their web browser on a computer, smartphone, or tablet – no special software installation required.
Because every participant learns differently, each person controls their own pace. They can pause, reflect, revisit previous lessons, and continue exactly where they stopped. Progress is automatically saved, making learning convenient even for busy professionals.
Most participants complete their training within one week, although they have 30 days of access (extendable where necessary).
Designed for Better Learning
LearnSmart courses are carefully designed to maximize understanding, participation, and long-term retention – not simply content consumption.
Throughout each course, participants actively engage with practical questions, exercises, knowledge checks, and interactive learning activities that reinforce understanding as they progress.
Unlike traditional classroom sessions where learning must keep pace with the facilitator, LearnSmart allows every participant to spend more time on concepts they find challenging while moving quickly through familiar areas. This flexibility leads to deeper understanding, stronger retention, and greater confidence in applying new knowledge on the job.
For the best learning experience, we recommend completing the course in shorter learning sessions spread over several days rather than trying to finish everything in one sitting.
Learning Management & Participant Support
Learning does not end after enrollment.
Our team stays in touch with participants throughout their learning journey, providing reminders, encouragement, and support until they complete their course. This proactive approach contributes to our consistently high course completion rates.
Organizational Progress Reports
For organizations enrolling employees, we provide periodic training reports until all participants complete their courses.
Each report includes:
This enables managers and HR teams to monitor participation and completion without additional administrative effort.
Knowledge Application Aid (KAA)
Training creates value only when learning is applied.
To help organizations achieve this, LearnSmart provides exclusive access to its proprietary Knowledge Application Aid (KAA) at no additional cost for organizations enrolling employees.
The Knowledge Application Aid (KAA) is LearnSmart's practical workplace reinforcement tool that helps managers encourage the application of learning on the job, sustain behaviour change, and maximize the business impact of training long after the course has been completed.
Certificate of Training
Participants who successfully complete the course receive a LearnSmart Certificate of Training.
Included with Every Course
Every enrollment includes:
How to Get Started
Choose the enrollment option that best suits your needs.
Option 1 – For Organizations
This option is ideal for organizations enrolling one or more employees.
Email the following information to staffelearning@learnsmart.com.ng:
Once we receive these details, we will:
Throughout the training period, your organization will receive periodic progress reports showing each participant's learning progress, assessment score, total learning time, and latest course activity.
Option 2 – Individual Enrollment (Bank Transfer)
If you are purchasing the course for yourself, simply pay the course fee into any of the bank accounts below and notify us via enroll@learnsmart.com.ng.
Once payment is confirmed, we will:
Bank Account Details
Account Name: Learnsmart Workforce Development Limited
Zenith Bank: 1311962564
Access Bank: 1986300410
Option 3 – Individual Enrollment (Online Payment)
Click the "Enroll For This Course" button on this page.
You will be taken through our secure checkout process where you can pay online using your ATM card.
Once your payment is successful, we are automatically notified, after which we will:
We look forward to welcoming you to LearnSmart and supporting you throughout your learning journey.
Whether we choose to embrace them or cannot stand being interrupted by their calls, call centers are a business element that is here to stay.
This course will help call center agents learn to make the most of their telephone-based work, including understanding the best ways to listen and be heard.
Each phone interaction has elements of sales and customer service skills, which we will explore in detail throughout this energizing and practical course.
Course Objectives
After completing this course, participants will be able to:
Course Outline
Session 1: Course Overview
Session 2: What’s Missing in Telephone Communication?
Session 3: Verbal Communication Techniques
Session 4: Who are Your Customers?
Session 5: To Serve and Delight
Session 6: Did You Hear Me?
Session 7: Asking the Right Questions
Session 8: Saying No
Session 9: Sales by Phone
Session 10: Taking Messages
Session 11: Closing Down the Voice
Session 12: Cold and Warm Calls
Session 13: Developing a Script
Session 14: Perfecting the Script
Session 15: Going Above and Beyond
Session 16: Handling Objections
Session 17: Closing the Sale
Session 18: Feelings
Session 19: Changes in the Customer
Session 20: Negotiation Techniques
Session 21: It’s More Than Just a Phase
Session 22: High Impact Moments
Session 23: Tips for Challenging Callers
Session 24: Dealing with Difficult Customers
Session 25: Phone Tag and Getting the Call Back
Session 26: This is My Mentor
Session 27: Stress Busting
Session 28: News from Within
Session 29: Wrapping Up
Session 30: Close with Vocals
Session 31: A Personal Action Plan
The LearnSmart Advantage
Flexible, Participant-Paced Learning
All LearnSmart courses are delivered online through our interactive learning platform, allowing participants to learn wherever and whenever it is convenient.
Using the unique login details we provide, participants simply access the course through their web browser on a computer, smartphone, or tablet – no special software installation required.
Because every participant learns differently, each person controls their own pace. They can pause, reflect, revisit previous lessons, and continue exactly where they stopped. Progress is automatically saved, making learning convenient even for busy professionals.
Most participants complete their training within one week, although they have 30 days of access (extendable where necessary).
Designed for Better Learning
LearnSmart courses are carefully designed to maximize understanding, participation, and long-term retention – not simply content consumption.
Throughout each course, participants actively engage with practical questions, exercises, knowledge checks, and interactive learning activities that reinforce understanding as they progress.
Unlike traditional classroom sessions where learning must keep pace with the facilitator, LearnSmart allows every participant to spend more time on concepts they find challenging while moving quickly through familiar areas. This flexibility leads to deeper understanding, stronger retention, and greater confidence in applying new knowledge on the job.
For the best learning experience, we recommend completing the course in shorter learning sessions spread over several days rather than trying to finish everything in one sitting.
Learning Management & Participant Support
Learning does not end after enrollment.
Our team stays in touch with participants throughout their learning journey, providing reminders, encouragement, and support until they complete their course. This proactive approach contributes to our consistently high course completion rates.
Organizational Progress Reports
For organizations enrolling employees, we provide periodic training reports until all participants complete their courses.
Each report includes:
This enables managers and HR teams to monitor participation and completion without additional administrative effort.
Knowledge Application Aid (KAA)
Training creates value only when learning is applied.
To help organizations achieve this, LearnSmart provides exclusive access to its proprietary Knowledge Application Aid (KAA) at no additional cost for organizations enrolling employees.
The Knowledge Application Aid (KAA) is LearnSmart's practical workplace reinforcement tool that helps managers encourage the application of learning on the job, sustain behaviour change, and maximize the business impact of training long after the course has been completed.
Certificate of Training
Participants who successfully complete the course receive a LearnSmart Certificate of Training.
Included with Every Course
Every enrollment includes:
How to Get Started
Choose the enrollment option that best suits your needs.
Option 1 – For Organizations
This option is ideal for organizations enrolling one or more employees.
Email the following information to staffelearning@learnsmart.com.ng:
Once we receive these details, we will:
Throughout the training period, your organization will receive periodic progress reports showing each participant's learning progress, assessment score, total learning time, and latest course activity.
Option 2 – Individual Enrollment (Bank Transfer)
If you are purchasing the course for yourself, simply pay the course fee into any of the bank accounts below and notify us via enroll@learnsmart.com.ng.
Once payment is confirmed, we will:
Bank Account Details
Account Name: Learnsmart Workforce Development Limited
Zenith Bank: 1311962564
Access Bank: 1986300410
Option 3 – Individual Enrollment (Online Payment)
Click the "Enroll For This Course" button on this page.
You will be taken through our secure checkout process where you can pay online using your ATM card.
Once your payment is successful, we are automatically notified, after which we will:
We look forward to welcoming you to LearnSmart and supporting you throughout your learning journey.